This error appears if the network traffic on IPSec ports is blocked. To fix this problem, create a firewall rule on your device to allow UDP Ports 4500 and 500.

STEP 1

Temporarily disable the firewall (for a brief test)

Start Norton.

If you see the My Norton window, next to Device Security, click Open.

Click Settings.

In the Settings window, click Firewall.

On the General Settings tab, next to Smart Firewall row, move the On/Off switch to Off.

Exit Device Security settings window and then turn on Secure VPN in the My Norton window.

Do one of the following:

If you can connect to Secure VPN, go to Step 2 to create a firewall rule to allow IPSec ports.

If Secure VPN still fails to connect with error ID 809, go to Step 3.

STEP 2

Add firewall rule in Norton

Start Norton.

If you see the My Norton window, next to Device Security, click Open.

Click Settings.

In the Settings window, click Firewall.

On the Traffic Rules tab, click Add.

In the Add Rule wizard, follow the instructions to allow network traffic on UDP ports 4500 and 500.

STEP 3

Configure network router

If your network router has a firewall, it may block IPSec ports. You need to disable the router firewall or configure it to allow IPSec pass-through, or allow access to UDP ports 4500 and 500. For more information, refer to the help documentation provided by the router manufacturer.

If the problem persists, contact your Internet service provider to allow access to UDP ports 4500 and 500.